Customer Support Engineer ((Sharepoint, cloud and SQL-Lotus Notes)

Position Overview
The Customer Support Engineer works within a team of technical support professionals aimed at delivering technical solutions for Commvault’s customer base. This customer base has a wide range of technical ability and this role has no ceiling, you will own an issue from initial pick-up all the way to working with the development team on identifying a possible solution. This position is part of our Server group in our Customer Support Center.
This is an excellent opportunity for innovative and collaborative technologists to join a global team that has led the industry in satisfaction seven years in a row. We offer innovative training, interesting colleagues, and the opportunity to grow with us. Our Messaging Group is focused around but not limited to backups of Microsoft O365 services, Exchange and SQL environments within the Commvault suite, this includes networking, troubleshooting, connectivity, name resolution and performance based issues on an OS and or hardware. We are a source of expertise for not just our customer base but also our partners and consultants on site.
Position Responsibilities
• Troubleshoot and resolve complex support problems
• Troubleshoot customer issues remotely using remote desktop software
• Successfully interact through phone and email with customers as you solve their problems
• Dedication to the success and satisfaction of our customers
• Recreation of problems in house
• Root Cause Analysis and / or provision of examples of software bug
• Working independently and as a team to come up with the best solutions to a customer problem.
• Providing best-in-class phone based support for a variety of complex, time critical issues.
• Using and sharing your knowledge of a wide range of technologies
• Working remotely on enterprise level customers and dark sites
• Having the opportunity to build labs and simulators
• Ability to be involved in product BETA testing
• Contributing to our Solutions Engine and online Community
Position Requirements
• At least 3+ years of technical/customer support experience
• Experience with both on-premises and cloud-based Microsoft applications, Exchange, SharePoint and SQL.
• Experience working with Cloud and Virtualisation platforms (such as Microsoft Azure and Microsoft 365 services, AWS, VMWare, GMAIL & Google Drive).
• Exposure to Microsoft SQL, understanding of Microsoft clustering technologies and experience of SAN highly desirable.
• Thorough knowledge of administration and troubleshooting Microsoft Windows Server operating systems including Active Directory (think troubleshooting via the event logs, acquiring crash and application dumps, analysing network packets, windows firewall, VSS).
• Ability to troubleshoot network connectivity, name resolution and performance-based issues with OS and/or hardware.
• Understanding backup theory and design including backup and data management fundamentals
• Previous experience troubleshooting enterprise environments
• Strong customer relations skills.
• Strong multi-tasking and prioritization skills.
• Strong written and verbal communication skills.
• Excellent team player.
Qualifications
• We value knowledge and curiosity, no matter whether you learnt it at university, through courses, or by learning from others.
• Bachelor’s Degree desirable but not essential.
• MCP/MCSA/MCSE in Microsoft.
Additional Information
Recognized as a leader in the Gartner Magic Quadrant for Data Centre Backup and Recovery Software, our industry’s definitive independent ranking. For the sixth straight year, Commvault has been named a leader. And this year we’re further on the “Completeness of vision” and highest on the “ability to execute”.
Commvault offers its products through a broad array of distribution partner globally, while building upon its strong portfolio of strategic partnership with leading technology compan ies including Microsoft, Amazon web services, Cisco, Oracle, SAP, Nutanix, Pure, HP, Hitachi, NetApp & many others. Commvault’s global headquarter is in Tinton Falls NJ, with additional offices that support customers globally across the Americas, EMEA & APAC.
Commvault is an equal opportunity workplace and is affirmative action employer. We are always committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital Status, disability, Gender identity or Veteran Status. We will not discriminate against based on such characteristic or any other status protected by laws or regulations in the location where we work.